What do you think about the problem of unreachability of decision makers?

Businesses, especially in tech industry, sometimes have some okay support for clients, but in general the crucial things are walled off.

A simple example: someone in a company decides to place an ad and does that, people see that ad on YouTube, find it obnoxious, but cannot confront the original decision maker directly - they are unknown, unreachable.

Another example: many people used Google Inbox app and then Google discontinued it. Users are unsatisfied. Someone in Google, a person, made the decision. But they are unknown. A user cannot come up and ask them, "Hey you, why did you do that?" and at least get a clear honest answer. There are sugary press releases and damage control in such cases.

I understand that if many of us started a business we would want to wall our decisions off the external environment (users) too. It's a dilemma. But still, what do you think about that? How would you deal with this problem in a different way?